CUSTOMER CARE MANAGER. Deadline 20th June 2022

POSITION

COMPETENCY REQUIREMENT

KEY RESPONSIBILITIES

No 

CUSTOMER CARE MANAGER 

EDUCATION AND EXPERIENCE

• He/she must have at least  Bachelor degree (A0) in Hospitality management or Healthcare management or any other related field. 

• Having at least (five) 5 years’ of experience with minimum of three (3) years management experience in a customer care department of a healthcare or hospitality organization or service industry.
• Evidence of professional development in a relevant specialty area 

SKILLS AND ABILITIES

• Able to guide, manage, motivate and develop subordinates so as to achieve maximum results
• Excellent written and oral communication skills  
• Must have good customer care skills, able to deal with patients politely.
• Able to analyze detailed information 
• Ability to communicate and guide patients, their attendants and any visitor of the hospital.

• Develop and implement systems to ensure that patients use the hospital appointment system. 
• Develop and implement a system that ensures emergency patients are efficiently directed to the accident and emergency  department without delay.
• Manage a system to deal with patient’s complaints as they arise.
• To Ensure that the patients files and records are complete and ready for the visit to the Medical Doctor.
• To Develop and Implement systems and processes to ensure that patients requiring booked admissions are directed to the Admissions Department without delay
• To Develop and Implement systems and processes to ensure that patients requiring emergency admissions are directed to the Admissions Department without delay
• Direct visitors, Patients and the Public through the hospital as required
•  Manage availability of wheel chairs and patient trolleys
•  Develop and implement a replacement schedule for the patient trolleys and wheelchairs with an associated budget
• Develop, co-ordinate and evaluate a comprehensive education and training strategy within the Unit   which includes induction, annual mandatory training, appraisal, continuing professional development linked to individual training needs and clinical governance.
•  Conduct performance appraisals of Unit personnel and arrange and monitor individual development.
• Manage the Unit’s budget and cash flow and liaise with auditors to ensure a smooth audit process
• Compile and submit all reports, returns, notices and other information as may be required by the supervisor and hospital management.

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